Service Desk Team Lead

POSITION SUMMARY

Our innovative company is looking to fill the role of Senior Service Desk Associate. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all the qualifications but have sufficient experience and talent.

ESSENTIAL JOB FUNCTIONS:

• Act as a Senior Service Desk Associate of the Global Service Desk as part of Infrastructure Managed Services. Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Managing the entire Shift, assigning the ticket to the Agents in the shift at regular interval of time. The role requires to provide guidance support to the Agents in the shift.
• Handling escalation start to end, creating a Training plan and providing training to the ne...